HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN NASABAH PADA PT. BANK SUMUT CABANG UTAMA MEDAN
Oleh : Nasib
Diterbitkan di : BISMAN INFO
Volume : 3 No : 2 Januari 2016
Penerbit : Politeknik Unggul LP3M
ISSN : 2355-1500
Abstrak
This study aims to determine the relationship of direct evidence to the satisfaction of the customer. To determine the relationship of reliability to customer satisfaction. To determine the relationship of responsiveness to customer satisfaction. To determine the relationship with customer satisfaction guarantee. To determine the relationship of empathy to customer satisfaction. To determine the relationship of physical evidence, reliability, responsiveness, assurance and empathy with customer satisfaction. Population in this research is the customer Deposit Local Development (Simpeda) at PT. Bank Main Branch Medan North Sumatra totaling 7,384 samples of 379 respondents. Data collected through questions to the respondents. The research approach is associative with multiple linear regression analysis, the testing is done with the classical assumption and hypothesis testing.
Discussion of the results it is evident that the tangible of significant relations customer satisfaction in PT. Bank Main Branch Medan North Sumatra. There is no significant effect of reliability with customer satisfaction PT. Bank Main Branch Medan North Sumatra. There is no significant effect of Responsiveness to customer satisfaction PT. Bank Main Branch Medan North Sumatra. There is a significant relations customer satisfaction guarantee with PT Bank Main Branch Medan North Sumatra. Significant effect significant empathy with customer satisfaction PT.Bank Main Branch Medan North Sumatra. There is tangible of significant relations, reliability, Responsiveness, Assurance and Empathy with customer satisfaction PT.Bank Main Branch Medan North Sumatra. Taken together there is tangible of significant influence, reliability, responsiveness, assurance and empathy for customer satisfaction in PT Bank Main Branch Medan North Sumatra.
Kata Kunci : Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction